Experience

Gladfish Property Investment

• United Kingdom
• Investment Management
• 1 - 100 Employee

• Associate Director - New Homes

  • Aug 2018 - Present

  Farringdon, England, United Kingdom



XLN | for small business

• United Kingdom
• Telecommunications
• 200 - 300 Employee

• Head of Retention & Tenancy

  • Apr 2016 - Feb 2018

  Established motivational goals for both individuals and the team by establishing daily/monthly meetings and training to impact conversions expeditiously - Collaborated with the product team to develop a unique and profitable tariff used to reduce churn. - This involved retraining teams to implement correct behaviours around giving away credits/discounts. This resulted in a saving of circa 15k-20k per month - Piloted exceptional cross-selling strategy of products through training… Show more Established motivational goals for both individuals and the team by establishing daily/monthly meetings and training to impact conversions expeditiously - Collaborated with the product team to develop a unique and profitable tariff used to reduce churn. - This involved retraining teams to implement correct behaviours around giving away credits/discounts. This resulted in a saving of circa 15k-20k per month - Piloted exceptional cross-selling strategy of products through training, redefined KPIs and restructured commission plans in order to increase profitability and customer loyalty - Collaborated with internal departments to keep abreast with competitor practices and training agents to handle objections - Worked closely with the Marketing department to improve communication sent to customers that were considering churning with a view to find solutions to retain them - Delivered retention and tenancy results to the operations board monthly meetings including the c-suite level where progress was discussed and further opportunities to improve were considered - Coached and mentored two department team leaders Show less



YPC Group

• United Kingdom
• Investment Management

• Senior Property Consultant

  • Jan 2014 - Mar 2016

  - Effectively assisted clients self-fund their pensions by using property as a vehicle - Oversaw the education of clients on fiscal/monetary policy, ripple effects and developer’s pricing strategy - Conducted clients’ portfolio meetings advising on a strategic plan based around their current situation so they could achieve financial freedom within specific timeframes - Trained and mentored new property consultants



Flixmedia

• United Kingdom
• Online Audio and Video Media
• 1 - 100 Employee

• Global Retail Manager

  • May 2013 - Nov 2013

  - Effectively managed a team of six Retail Account Managers (RAM) based in EMEA & North America and reported to the Global Operations Director - Created process mapping for relevant processes, developing, adhering to and communicating a standardized best practice - Implemented excellent time management skills to manage RAM’s workload - Created a “4 switch pitch” for RAM’s to use when speaking to retailers while using Go to Meeting - Held weekly and monthly 1-2-1’s with RAMs and… Show more - Effectively managed a team of six Retail Account Managers (RAM) based in EMEA & North America and reported to the Global Operations Director - Created process mapping for relevant processes, developing, adhering to and communicating a standardized best practice - Implemented excellent time management skills to manage RAM’s workload - Created a “4 switch pitch” for RAM’s to use when speaking to retailers while using Go to Meeting - Held weekly and monthly 1-2-1’s with RAMs and Business Account Managers (BAM) - Successfully managed and implemented the recruitment of retailers and increasing impressions on retailer’s pages (Carrefour, Tesco, Darty, Best Buy and Dixon’s etc.) Show less



XLN | for small business

• United Kingdom
• Telecommunications
• 200 - 300 Employee

• Inbound & Online Sales Department Manager

  • Nov 2010 - Nov 2012

  Vauxhall, London - Managed a team of 30 consultants to drive performance by over 110% against budget - Monitored market trends and adjusted offers and promotions where applicable - Successfully increased Customer Live Rate from 82% in November 2010 to 86% in February 2011 - Continually created and developed sales scripts for both inbound and outbound departments - Created and launched a successful three day New Starter Training Program - Devised and implemented new “Next Step Management”… Show more - Managed a team of 30 consultants to drive performance by over 110% against budget - Monitored market trends and adjusted offers and promotions where applicable - Successfully increased Customer Live Rate from 82% in November 2010 to 86% in February 2011 - Continually created and developed sales scripts for both inbound and outbound departments - Created and launched a successful three day New Starter Training Program - Devised and implemented new “Next Step Management” training structure for senior agents - Developed and implemented new policies and procedures to provide operational excellence and improved employee engagement - Implemented call coaching development plan resulting in maximised productivity whilst increasing customer experience (85% average in Jan 2012 improved to 96.3% in April 2012) - Raised all KPI levels and reduced unplanned absence from 11% to 4.5% - Implemented a complaints handling process that reduced high level escalations by 88% Show less



Carphone Warehouse

• Outbound Team Manager

  • Jun 2007 - Jul 2009

  - Managed a team of up to 15 outbound sales consultants - Ensured the team achieved targets across all KPI’s on a monthly basis whilst also working on several larger projects for the department - Coached, mentored and developed a separate team of 14 senior outbound sales consultants - Identified areas of improvement and implemented solutions - Monitored the quality within the outbound department, including sales quality, process adherence and outstanding customer… Show more - Managed a team of up to 15 outbound sales consultants - Ensured the team achieved targets across all KPI’s on a monthly basis whilst also working on several larger projects for the department - Coached, mentored and developed a separate team of 14 senior outbound sales consultants - Identified areas of improvement and implemented solutions - Monitored the quality within the outbound department, including sales quality, process adherence and outstanding customer experience - Managed efficiencies covering all standard call centre metrics i.e. idle time and wrap time - Created an admin role for the department to oversee all HR and admin functions - Effectively communicated, involved, managed and coached team members through business change without compromising sales and quality

• e-Sales/Inbound Team Manager

  • Aug 2004 - Jun 2007

  Ranked Esales Manager of the Year 2004-2005 Co-ordinated a project to generate calls into Inbound Department liasing with 3 O2 Customer services sites around the UK. - Managing sales Teams of 10-15 consultants in both the Inbound and E-Sales areas of Direct Sales. - Carrying out monthly appraisals, setting targets, performance management, coaching and development. - Developing new and existing Team members to achieve both short and long term goals. - Assisting in disciplinary… Show more Ranked Esales Manager of the Year 2004-2005 Co-ordinated a project to generate calls into Inbound Department liasing with 3 O2 Customer services sites around the UK. - Managing sales Teams of 10-15 consultants in both the Inbound and E-Sales areas of Direct Sales. - Carrying out monthly appraisals, setting targets, performance management, coaching and development. - Developing new and existing Team members to achieve both short and long term goals. - Assisting in disciplinary hearings in line with company HR policies up to and including suspension and dismissal - Working with the web Team and Promotions department to develop a strong proposition for the customers. Giving regular feedback to continually develop the website to make it more consumer friendly and hence increase sales.

• Inbound Assistant Manager

  • Dec 2003 - Jul 2004

• Direct Inbound Sales Consultant

  • Nov 2002 - Nov 2003